Job Description

Emergence is an award-winning specialist underwriting agency focused on protecting businesses and individuals against technology and cyber risks.

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Due to continuedgrowth, we are looking for two customer-focused Incident Response Assistants to join our Sydney team. This is an opportunity to develop specialist expertise in one of the insurance industry's most dynamic areas while contributing to a growing and team-oriented underwriting agency.

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About Emergence

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Emergence is an award-winning specialist underwriting agency focused on protecting businesses and individuals against technology and cyber risks.

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Due to continuedgrowth, we are looking for two customer-focused Incident Response Assistants to join our Sydney team. This is an opportunity to develop specialist expertise in one of the insurance industry's most dynamic areas while contributing to a growing and collaborative underwriting agency.

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About the role

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We are looking for a confident and personable individual who is passionate about delivering an exceptional customer experience during a cyber incident.

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As a natural relationship-builder and collaborative problem-solver, you will support customers through critical and time-sensitive situations, helping to coordinate an effective response and ensuring they receive the assistance they need. Please note this is not a technical cyber role.

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You will join an experienced team of incident response professionals who will support, train and mentor you as you build your capability. The role offers a clear career pathway from Incident Response Assistant to Incident Response Coordinator.

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This is primarily a standard business-hours role; however,



you will participate in a 24/7 hotline roster and should expect some rostered after-hours and weekend work.

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Key responsibilities

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In this role, you will:

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- Serve as the first point of contact for customers experiencing a cyber incident, providing prompt and efficient support by telephone, video conference and email;
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- Triage information received during the initial notification and help determine the most appropriate course of action;
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- Assist with the customer-facing incident response from inception through to resolution;
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- Support coordination across the customer, internal teams and expert external providers;
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- Document incidents and maintain accurate, detailed and up-to-date records; and
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- Build your expertise over time to manage incident response for personal cyber policyholders.
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About you

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More significant than previous cyber experience is your ability to build relationships, remain calm under pressure and provide an exceptional customer experience during challenging situations.

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To be successful, you will bring:

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- A self-driven approach and outstanding written and verbal communication skills;
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- Strong relationship-management skills and the ability to communicate confidently with a broad range of internal and external stakeholders;
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- Excellent organisation and time management, with the ability to manage competing priorities;
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- A collaborative mindset and experience working with others to achieve shared goals, particularly under pressure;
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- Strong project-management capability, with relevant qualifications considered favourably;
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- The ability to think critically, evaluate information and develop practical solutions; and
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- The ability to remain composed and reassure others during crisis situations.
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This is not a technical cybersecurity role. It may be particularly well suited to someone from a consulting, project-management or other customer-facing background who brings life experience, and is considering a career change.

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Why join Emergence?

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At Emergence, you will have the opportunity to develop specialist expertise, work closely with experienced industry professionals and contribute to the continued growth of an award-winning business.

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Some of the benefits we offer:

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- A clear career pathway from Incident Response Assistant to Incident Response Coordinator, supported by ongoing mentoring, training and professional development;
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- Short- and long-term incentive opportunities, subject to eligibility and plan terms;
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- Hybrid working, with three days in the office once established in the role, and a working-from-home technology allowance;
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- Up to 14 weeks' paid parental leave;
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- Discounts across a range of retail, travel and insurance products; and
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- Regular social events and a welcoming Sydney CBD office with snacks and refreshments.
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📌 Incident Response Assistant (New South Wales)
🏢 Emergence Insurance
📍 New South Wales